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Conversational Cloud vs Freshdesk Comparison

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Overview

LivePerson is an industry leader in Conversational AI and enterprise-grade chatbots that increase sales and improve customer...

Category Leaders

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

0

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

39

5

4

3

2

1

24

10

2

1

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
86%
would recommend this app

4.5

2.5K

5

4

3

2

1

1,474

867

130

25

14

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

I love the ease and interface of this program. It’s very smooth for the most part and the stats provided are a fantastic tracking tool.
The customer support agents on LiveEngage is just an extra reason why I love this program , they are polite ,willing to help and are available at all times.
Great product and great support should you need anything ,was a funniest when it came to using some software but all I had to do was contact the support department and they plenty helpful.

Pros

Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.
Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

Cons

Terrible customer service - we were charged for months after closing the account.
Trying to figure out myself how to. Find an up to date tutorial (practically an impossible mission through the maze of unclear web pages and unsuccessful searches).
This can be really confusing when you have multiple chats opened named "visitor.

Cons

We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.
  • Vendor responds to reviews
  • Last review2 years ago
  • Vendor responds to reviews
  • Last review5 days ago

Key features

  • Total features67
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Conferencing
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contextual Guidance
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Developers
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbox Management
  • Incident Management
  • Intent Recognition
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Natural Language Processing
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Pre-Configured Bot
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Virtual Assistant
  • Visual Analytics
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features127
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Conferencing
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contextual Guidance
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Developers
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbox Management
  • Incident Management
  • Intent Recognition
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Natural Language Processing
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Pre-Configured Bot
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Virtual Assistant
  • Visual Analytics
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations18
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations402
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Support

Reviewed 3 years ago

Cloud, Manufacturing

Pros

Ability to use in Phone and anyplace you like

Cons

Maybe can you guys make "Dual apps support" so you can have more than one Freshdesk installed in your android phone?

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk ticketing system review

Reviewed 4 years ago

Great cloud package for support ticketing tracking.

Pros

Clean look for submitting tickets for support. We are running the free version which works for many IT companies

Cons

If you want to customize the form, you'll need to pay for the use of the software

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Good cloud based helpdesk system

Reviewed 3 years ago

We have been able to streamline and formalise the support experience for our customers significantly since we have started using Freshdesk.

Pros

Cloud based, intuitive interface, good functionality

Cons

Limited predefined report. If you need more reports you have to dump the data and configure your own reports which is time consuming.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Review of Freshdesk Sprout

Reviewed 4 years ago
Pros

I like the general idea, i.e. cloud access help desk.

Cons

Several things: - Pick +New Ticket. Enter Contact, Subject, etc. Then Create. The Contact never gets the email. To make it work: Pick the down arrow next to New Ticket. Pick New Email. - The Announcements > Contact support link doesn't work in Firefox. Had to use IE instead.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Rich functionality and simplicity for a reasonable price

Reviewed 3 years ago

We are handling the support tickets for our cloud base software solution, issued by the end users.

Pros

I like the most it's rich functionality and simplicity. We just subscribed to it and everything is just works, no downtime at all. It is preconfigured for common scenarios and with the recommended setup we could easily start to use it. Later we extended the configuration with our requirements, fields and processes and it works like a charm!

Cons

In the Garden plan you are not able to customize the customer portal, so it is not the best experience for the end users.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Great IT Help Desk Solution

Reviewed 3 years ago

Been a long term customer and very happy

Pros

Cloud and team functional flexible true enterprise IT Help Desk Ticketing platform

Cons

Would like to know more about roadmap to integrate with other company systems e.g. BI, ERP, CRM, ETC

Overall Rating
  • Value for money
  • Ease of use
  • Features